Scaled Customer Success Leader

Instrumentl; Oregon; On-site; USD 130,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Generous PTO, including parental leave

401(k)

Company laptop and home-office stipend

Bi-annual company retreats

Job summary

Instrumentl in the United States is seeking a Manager, Scaled Customer Success to lead a high-volume, data-driven scaled CS motion. You will own end-to-end operations, manage a team of roughly six Scaled Customer Success Managers, and build processes that enable value delivery at scale.

You will collaborate with the book-of-business motion, drive performance through clear metrics, and guide strategic customer interactions while maintaining a strong customer-centric approach.

Qualifications

• 5+ years in Customer Success with direct people management
• Experience owning a scaled, digital-first CS motion that drives retention/expansion at high volume
• Genuine data-driven, operational approach—builds segmentation, health scoring, playbooks, and reporting for a scaled motion
• Proven ability to move fast and stay effective in a startup, with ambiguity and evolving processes

Responsibilities

• Own the scaled CS motion end to end for a high-volume customer base
• Lead a team of roughly six Scaled Customer Success Managers and coach them
• Design and optimize the customer journey for scale with defined touchpoints and automation
• Build operating rhythm, health scoring, and dashboards to guide focused actions
• Lead customer conversations on escalations and complex decisions, demonstrating strong customer leadership

Skills

Team leadership

Scaled CS motion

Data-driven processes

Startup environment

Education

Relevant degree or equivalent experience

Job description

Instrumentl in the United States is seeking a Manager, Scaled Customer Success to lead a high-volume, data-driven scaled CS motion. You will own end-to-end operations, manage a team of roughly six Scaled Customer Success Managers, and build processes that enable value delivery at scale.

You will collaborate with the book-of-business motion, drive performance through clear metrics, and guide strategic customer interactions while maintaining a strong customer-centric approach.